Position Summary:

With direct supervision from a supervisor, the Hospital Call Center Representative provides support and assistance to our hospital line of business.  Additionally, the Representative supports the field agents, supervisors and managers when needed.   The incumbent must be detailed-oriented, organized, empathetic, remain calm under pressure and be a creative problem solver.

Primary Accountabilities:

• Responsible for professionally answering a large volume of incoming client calls and responding with accurate information


• Create Salesforce cases for all calls and thoroughly document updates and resolutions


• Identify client needs, clarify information, research every issue and provide solutions or alternatives


• Maintain the EXP Profiles email inbox and provide responses within 24 hours of receiving the email


• Answer any inquiries from the Rx Customer Service email box


• De-escalate any calls from dissatisfied customers


• Assist in guiding clients through our web applications and assist in troubleshooting when needed


• Enter new customer information into the system


• Setup logins for our web applications


• Identify and escalate priority issues to management


• Route callers to the appropriate resource

Required Qualifications:

• Associates Degree required


• 1-2 years of related work experience working directly with clients in a call center or customer service environment


• Proficient with Google Suite and Microsoft Office


• Proficient with Salesforce


• Knowledge of call center telephony and technology

Individual Competencies:

• 
  Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.


• 
  Establish Focus: The ability to develop and communicate goals in support of the business; mission.


• 
  Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.


• 
  Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.


• 
  Collaboration: Works collaboratively with others to achieve group goals and objectives.


• 
  Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.


• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time

Safety:

< >Support a safe work environment by following safety rules and regulations and reporting all safety hazards. 

As an Inmar Associate, you:

< >Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome. 

Individual Competencies:

Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.

Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.

Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

Collaboration: Works collaboratively with others to achieve group goals and objectives. 

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

< >Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.